Resolve Dental Consultancy

Accounts Receivable & Overdue Accounts SOP 2026

Name: Accounts Receivable & Overdue Accounts SOP 2026
Brand: Resolve Dental Consultancy
Price: 49.00 AUD
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The Complete Procedure for Managing Patient Accounts and Recovering Overdue Balances in an Australian Dental Practice

Providing treatment and not collecting payment is lending money to a patient — without a lending licence, without interest, and with limited legal recourse. Every unpaid account is a cost to the practice. And the number one cause of accounts receivable problems in dental practice is not patients who refuse to pay — it is practices that do not ask for payment at the time of service, that create accounts without a clear repayment agreement, or that allow accounts to go uncontacted for weeks.

The Accounts Receivable & Overdue Accounts SOP 2026 is the complete procedure for managing patient accounts, overdue balances, and debt recovery in an Australian dental practice — from account setup and payment at service through to a 5-stage overdue escalation process, formal overdue letter template, and monthly aged receivables review.

The SOP is structured across 3 parts:

Part 1 — The Principle: Payment at the Time of Service Five clear policy principles that every FOC and PM must understand: payment at time of service is the default (not the exception), accounts are an exception requiring PM approval, account terms must be agreed in writing, accounts are reviewed weekly, and escalation begins within 7 days of a missed payment — not 30.

Part 2 — Account Setup Procedure When an account is appropriate — and when it is not. Long-standing patients with an excellent payment history facing genuine difficulty, large multi-appointment treatment plans, DVA direct billing, and CDBS bulk-billing gaps are appropriate. New patients with no payment history, patients with a previous overdue account, and patients who arrive without a payment method are not.

A 5-step account setup procedure covering PM approval, the Patient Account Agreement (total owing, payment schedule with specific dates and amounts, bank details, non-payment consequences, and patient signature), PMS entry with payment dates flagged, 3-day payment reminders, and payment confirmation on each due date.

Part 3 — Overdue Account Escalation A structured 5-stage escalation process that must be followed systematically for every overdue account, every time:

Stage	Trigger	Action
Stage 1	Day 1–7 after missed payment	Friendly reminder call — assume they forgot, offer to pay by phone
Stage 2	No response by day 14	Second contact — phone call, voicemail, overdue notice by email
Stage 3	No response by day 30	PM calls directly — formal overdue letter by email and post, 7-day final deadline
Stage 4	No payment by day 37	Refer to debt recovery agency — all further contact ceases
Stage 5	Agency unable to recover	Practice Owner review — write off, legal action, or small claims tribunal

Includes the complete Stage 1 reminder call script and the full Stage 3 formal overdue letter template — ready to customise with your practice name, ABN, and bank details.

Closes with the monthly aged receivables review framework — 0–30 days, 31–60 days, 61–90 days, and over 90 days — with clear guidance on what stage each bracket should be at and a non-negotiable rule: any account still outstanding at 90 days that has not been referred is a process failure.

Who this is for:

Practice Managers responsible for financial oversight and accounts receivable management
Front Office Coordinators who manage patient accounts and payment follow-up
Practice Owners who want a written, auditable accounts receivable procedure
Any practice that currently manages overdue accounts inconsistently or has accounts sitting unpaid for months without escalation

📄 Format: 5-page editable Microsoft Word document (.docx) — fully customisable with your practice name, responsible person, bank details, and debt recovery agency details

⬇️ Instant digital download — available immediately after purchase

🦷 Built for Australian dental practices

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Reduced our overdue accounts significantly

Overdue accounts were a persistent problem in our practice and we had no consistent process for managing them. This SOP gave us a clear, step-by-step approach — the reminder schedule, the phone call scripts, the escalation process, and the decision point about debt collection. Our overdue accounts have reduced by over 40% since implementing it.

Professional approach that preserves patient relationships

What I appreciate most about this SOP is that it manages overdue accounts firmly without damaging patient relationships. The scripts are respectful and the process is proportionate — gentle reminders first, firmer follow-up if needed. We've recovered significant overdue amounts while maintaining good relationships with the patients involved.

The phone scripts are professional and effective

Calling patients about overdue accounts is one of the most uncomfortable tasks in the practice. The scripts in this SOP make those calls much easier — they're firm but respectful, and they give the team a clear process to follow. We've trained two team members on this SOP and both have found it very helpful.

Our debtor ledger is under control for the first time

Overdue accounts had been growing for two years and we had no consistent process for managing them. This SOP gave us a clear, structured approach — the reminder schedule, the phone call process, the escalation pathway, and the decision point about debt collection. Within three months our overdue accounts had reduced by over 40% and the team felt confident managing the process.

Clear process that any team member can follow

This SOP covers the accounts receivable process clearly and practically. The reminder schedule is sensible and the phone scripts are professional. We've trained two team members on the process and it's now consistent regardless of who manages the debtor ledger. Good value for a practice wanting to improve its debt management.

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Accounts Receivable & Overdue Accounts SOP 2026

Accounts Receivable & Overdue Accounts SOP 2026

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